Hayat Karimi has always been proud of his customer service – first as a courier, then as a retailer in a convenience store. Becoming a Post Office franchisee, however, has allowed him to go above and beyond.

His store sits in the heart of his local community, and while there is a Sainsbury’s across the road, his product offerings and service sets him apart, Hayat said.

“Customer service is so important to us. We seek to build a genuine connection with customers. My staff and I like to spend time getting to know them.” Hayat, a former taxi driver, took over running the store in November 2017, and he has got to know customers well.

“We serve lots of locals,” Hayat explained. “We get plenty of repeat customers. We offer a different selection of products and services – that makes us standout.”

Local demand

And it was listening to customers that first persuaded Hayat that adding a Post Office would be a good idea.

“My staff and I are members of a local Facebook group, and on there we saw lots of people complaining about the lack of a Post Office in the area. The nearest one was a few miles away in town, forcing people to get in their cars then struggle to park.” Hayat and his team recognised the desires of the local community and saw an opportunity to become Post Office franchisees.

“We saw a gap in the market,” he said. “And so, we decided to set up a Post Office with free parking to bring customers in.”

The store has certainly seen the benefits. While Hayat said it is too early to give exact numbers, as the Post Office was only added in August 2018, he has seen an increase in custom and revenue.

“We’ve absolutely seen an increase in retail sales,” he said.

Different customers

Adding a Post Office to his store has also allowed Hayat to cater to a different clientele.

“Customers are pleased with the change,” he explained. “Alongside our off-license, we are able to cater to lots of different customer needs. It attracts a different, more diverse clientele who are able to do things here that they can’t elsewhere.”

He believes that becoming a franchisee has increased the appeal of his store.

“I would recommend it,” he said. “It brings new customers in. But it’s all about the local area you’re in – if there’s an existing demand for a Post Office, then fulfilling that gap will be useful.”

But Hayat said retailers shouldn’t overlook the basics. Which is why he places such an importance on keeping a clean shop – his store has boasted a five-star hygiene rating since he took over.

Such dedication takes effort, but for Hayat it’s no hardship – it’s just part of his store’s standout service.